The Hartwell Living Warranty Promise
At Hartwell Living, our commitment to your comfort doesn’t end when your new furniture arrives. From warranty enquiries to optional furniture protection and professional repair support, we’re here to help you enjoy your furniture with confidence.
From the craftsmanship of your furniture to the mechanisms that make everyday living more comfortable, we’re here to help you enjoy your investment with confidence.
Warranty coverage and terms to be confirmed before ordering
Two different types of protection
Standard warranty
Our proposed five-year warranty covers qualifying manufacturing, mechanical and electrical faults. Final coverage remains subject to approval and your applicable warranty documents.
Contact Hartwell first about mechanisms, motors, controls or suspected manufacturing faults. Mechanical enquiries are not automatically transferred to Castelan.
Request Warranty SupportOptional additional protection
Planned price £195
Extra reassurance for life’s unexpected little accidents, administered by Castelan Limited under the applicable policy terms.
Not yet available to buy. Covered incidents, duration, eligible products, exclusions, limits and required insurance documents are being confirmed.
Furniture Protection Claim GuidanceWhether your furniture has developed a fault or an unexpected accident has caused damage, we’ll help you understand the next steps.
A riser mechanism, motor, handset or adjustable bed is not working correctly, or you suspect a manufacturing fault.
Contact Hartwell AftercareFor customers with a confirmed issued Castelan furniture protection policy. Check your documents before registering an incident.
Find Protection Claim GuidanceOur friendly aftercare team can help identify the appropriate next step. You do not need additional insurance to ask about faulty goods.
Ask Hartwell AftercareYour optional protection policy
For customers with an eligible issued Castelan policy, claims are assessed against the individual policy terms. Keep your certificate, purchase invoice and policy documents to hand.
Hartwell-specific claims contacts are being confirmed. Existing policyholders should use the contact details on their issued policy documents or ask Hartwell for assistance.
Ask Hartwell AftercareReview your policy to check whether the accidental stain or damage may be covered.
Have your name, contact details, invoice or order number, insurance certificate, incident date, description and photographs ready.
Use the claims contact details in your policy. Report promptly and within its notification deadline.
Castelan may request information or photos. An authorised technician visit or another remedy may be arranged where appropriate.
An accepted claim may lead to treatment, repair or another policy-permitted remedy. Replacement, no excess and repair times are not guaranteed.
Eligible policies may include specified sudden accidental stains. No particular spill or substance is confirmed as covered until Hartwell’s documents are approved.
Specific accidental damage incidents may be insured. Tears, scratches, punctures and pet damage must be checked against the individual policy.
Accepted claims may be resolved through professional treatment, repair or another remedy permitted by the policy.
All claims are subject to the terms, conditions, exclusions and limits of your individual policy. Routine cleaning, gradual deterioration and general wear are not automatically covered.
Follow your own policy’s notification deadline. No seven-day Hartwell deadline has been confirmed.
Ask Castelan how to authorise a family member or representative before they manage your protection claim.
Warranty and optional insurance are separate from statutory rights. Additional insurance is not required for remedies for faulty goods.
Five years of protection against qualifying manufacturing and component defects.
Where a repair is approved under the warranty, both replacement parts and the labour required to complete the repair are covered.
Wherever you are within our confirmed UK service territory, our aftercare team will help coordinate support for qualifying warranty repairs.
The intended standard warranty is separate from optional accidental damage protection. Final warranty terms remain subject to approval.
What’s covered under your warranty?
Our five-year warranty is designed to protect you against qualifying defects in the essential components of your chair or adjustable bed.
Five-year cover for qualifying manufacturing defects affecting the internal structural frame of your chair or adjustable bed.
Five-year cover for qualifying defects in the mechanisms responsible for raising, reclining or adjusting your furniture.
Five-year cover for qualifying faults in the electrical motors and actuators used to operate your furniture.
Five-year cover for qualifying defects affecting integrated control systems, wiring, handsets and associated electrical components, where included in the approved product warranty.
Five-year cover for qualifying manufacturing defects affecting internal foam and cushioning components.
Five-year labour coverage for approved warranty repairs. Our aftercare team will coordinate the appropriate repair solution.
Ordinary softening, settling or compression of foam through normal use is not necessarily a manufacturing defect.
The current Repose manufacturer warranty provides two years of cover for qualifying defects in upholstery fabric and stitching. Our five-year parts and labour promise does not automatically extend fabric and stitching cover to five years.
Qualifying bed frames, mechanisms and electrical components are intended to receive the Hartwell five-year parts and labour warranty. Mattresses, bedding, upholstery and accessories may have different warranty periods, which will be shown separately once each manufacturer’s terms have been verified.
*Subject to the applicable manufacturer and Hartwell warranty terms.
Warranty coverage and terms to be confirmed before ordering
Professional care, when you need it
Our relationship with you doesn’t end when your new furniture arrives. Should you experience a problem with your chair or adjustable bed, our aftercare team will be on hand — from identifying the issue to arranging replacement components and coordinating a suitable repair. For qualifying warranty claims, you won’t be left trying to resolve a technical problem alone.
Contact Hartwell Living
Tell us what has happened, providing your order details and a description of the issue.
Our Team Reviews the Problem
Our aftercare specialists discuss the fault and may request photographs, videos or more information to help identify the cause.
We Arrange a Suitable Solution
For approved warranty claims, we coordinate replacement parts, a professional repair or another appropriate remedy.
Enjoy Your Furniture Again
We aim to resolve problems as efficiently as reasonably possible, keeping you informed throughout.
Our warranty protects against qualifying manufacturing and component defects. It is not intended to cover every form of damage or deterioration that may occur through everyday use.
Optional accidental damage & stain protection
Even with the greatest care, everyday accidents can happen. For customers who would like additional reassurance, we intend to offer an optional furniture protection plan administered by Castelan Limited designed to protect against specified accidental damage and staining. The proposed plan price is £195. Specific insured incidents, duration and eligible products will be confirmed in the approved policy documents.
This care plan is not yet available to buy and is separate from the complimentary manufacturing warranty. Coverage and policy terms will be confirmed before launch.
British craftsmanship. Dependable quality.
Hartwell Living works with experienced British furniture manufacturers who share our commitment to quality, comfort and thoughtful design, combining traditional upholstery craftsmanship with modern seating technology.
From the internal frame and mechanisms to the comfort of the cushioning and upholstery, every detail matters. Our warranty is an extension of that philosophy — reassurance that we’re committed to supporting your furniture long after it has been delivered.
Make a warranty claim
If something isn’t working as it should, our friendly aftercare team is ready to assist. Complete the form below and we’ll review your enquiry.
See also our Returns & Cancellations Policy.
The Hartwell Living warranty is provided in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015 or other applicable consumer legislation.
From the day your furniture arrives to the years of comfort that follow, Hartwell Living is here to help. Discover beautifully crafted British furniture, thoughtful personal service and dependable aftercare.